Customer Ratings & Reviews

Hi JordyV,

While we are glad that you like the sound quality and noise canceling function, we regret that the person on the other line can hear background noises when using the headphones for calls. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance. Your voice will be heard from the headset through the headset’s left and right microphones (Sidetone function). In this case, ambient sounds or the sounds of the headset operation may be heard through the headset, but this is not a malfunction.

Noise cancellation doesn't transfer during telephone calls. Although it protects the headphones user from the surrounding noise, it does not apply to the receiver of the call: they will potentially hear background noise. For call quality, re-establish the connection between the headphones and your source device. Select HFP or HSP for the profile. You can also check the settings of the app that you are using for mic sensitivity if available.

If you need further assistance regarding your concern you can email us at socialsupport@am.sony.com with the following details:

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Regards,
Jess

Hi RawDawg, perfect! You've certainly made a great choice! We are truly happy to learn about your satisfaction with the amazing performance of your WH1000XM5. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Abigail, Awesome! We are glad to hear that you are happy with your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi ElectronicsFan, We appreciate you sharing your experience using the XM5 and overall thought of the product. We're sorry to hear that it's making your head uncomfortable and the sound quality did not meet your expectations.

For comfortable listening experience, you can adjust the headband slider to get the best fit. You can also fine-tune your music by adjusting the EQ settings through the headphones connect app. We also have some recommendation to suit your listening preferences: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html

We value your feedback as it helps us improve our products. Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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Sincerely, Erin

Hi JinKookieOT7, Great choice! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi Daniel, We're happy to hear that you like the noise canceling function. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi DavidA, thank you for taking the time to share your feedback regarding your experience with the WH-1000XM5 headphones. We sincerely apologize for the discomfort you’ve encountered with the head strap, as well as the issue of the headphones turning off unexpectedly.

We understand how important it is for headphones to provide a pleasant listening experience. We recommend considering a few adjustments to improve comfort, such as ensuring the headphones are not too tight on your head and taking short breaks during extended use. Additionally, using a cushioned headband cover can help alleviate pressure points.

To address the issue of the headphones shutting off, we suggest referring to our troubleshooting guide, which includes additional steps that may help you resolve the problem: https://www.sony.com/electronics/support/articles/00278419?utm_source=glean

If the problem persists after following the steps provided in the link, we suggest contacting our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for being a valued Sony customer and for your feedback.
Best regards,
Estefany

Great choice GeovanniM! We are glad to hear that you are enjoying your new WH-1000XM5 headphones! These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear. Thank you for choosing Sony! -Carl

Hi there, Thank you for choosing Sony. While we are glad to hear that you are happy with your purchase, we are sorry to hear that it did not exceed your expectations when it comes to the sound quality. For this, you can use the Sony Headphones Connect app to adjust the sound setting of the headphones to your preferred setting for a better listening experience. These lightweight headphones are beautifully finished in newly developed soft fit leather. This material fits snugly around the head with less pressure on the ears while keeping out external sounds. Our noiseless design with stepless slider, seamless swivel and hanger, and silent joints, makes WH-1000XM5 a pleasure to wear.

Regards,
Carl

Hi Mari, We're glad that you are enjoying your new headphones. If the noise canceling isn't sufficient, please try the following:

Make sure the noise canceling function is turned on.
Adjust the headset into a comfortable position.
The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices.
When the Adaptive Sound Control on the “Sony | Headphones Connect” app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions.
To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.
Ref: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534745.html

The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi MiaalexisM, we're glad you like our product. Thanks for choosing Sony. ~Earl

Hi Kahlee, Thank you for sharing your feedback on your Sony WH1000XM5. We're glad to hear that you appreciate the over-ear design and find the headphones amazing overall. We understand that comfort is crucial, and we're sorry to hear that the top of your head starts to hurt after prolonged use. We recommend adjusting the slider (left and right) to find the most suitable fit for you and to use it for longer periods. The step-less slider, seamless swivel and hanger, and silent joints, make it a pleasure to wear. Hope this helps and thanks for choosing Sony! -Sam

Hi Pablo, Great! We're glad that you are enjoying your new headphones. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony. Erin

Hi Review,



We're so glad you're enjoying your Sony WH-1000XM5 headphones! It's great to hear that both the product and service met your expectations. Hope you continue to love your listening experience!



Thank you for choosing Sony!

-Maria

Hello Dine, thank you for the five-star rating! We're delighted to hear that you're enjoying your WH1000XM5 headphones, we appreciate to learn you would recommend this product. Thank you for choosing Sony! Best regards, Jenn.

Hi Joe1, Great! We're thrilled to hear that you like the WH1000XM5. Your feedback is greatly appreciated. Thank you for choosing Sony. Erin

Hi NikkyZ, While we are glad to hear that you are happy with the sound quality of the headphones, we are sorry to hear that you are experiencing issues with your WH-1000XM5. If you still have the WH-1000XM5, we'd love to troubleshoot the issue and make this a better experience for you. In the meantime, If the headset is worn without adjusting the slider, the headset may not be positioned properly on your head, resulting in discomfort or a weak noise canceling effect. The wearing detection function of the headset may also not work properly and cause music playback to stop automatically or activate the automatic power off function (the battery saving function) to automatically turn off the headset. For a more comfort fit, please check our help guide link: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539062.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Regards,
Carl

Hi RaymondT, Amazing! We're thrilled you like the overall quality and excellent battery life of your Sony XM5. The WH-1000XM5 headphones have 2 processors that control 8 microphones for unprecedented noise cancellation and exceptional call quality. With a newly developed 30mm driver, DSEE – Extreme and Hi-Res audio support they provide awe-inspiring audio quality. Our Voice Pickup Technology uses 4 microphones that are calibrated to only pick up your voice, resulting in crystal clear calls. The automatic Speak to Chat feature will stop your music once you start talking and let in the ambient sound. With up to 30 hours of battery life and a quick charge feature. The new lightweight WH-1000XM5 headphones provide all day comfort in an elegant design. Thanks for choosing Sony! -Sam

Hi ElliottE, While we are glad to hear that you are happy with the sound quality of the headphones, we are sorry to hear that the WH1000XM5 did not meet all of your expectations and had to return the headphones.

We hope that you consider Sony again in your future purchases.

Regards,
Carl